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Page 1: Business Context

The T-Level Technical Qualification in Management and Administration (Level 3) introduces various aspects of organizational communication, emphasizing methods and channels critical for effective management.

Page 2: Learning Objectives

By the end of the session, learners should be equipped to:

• Identify the purpose of organizational communications.

• Explain appropriate communication methods based on context and audience.

• Discuss internal and external communications methods.

• Consider the formal and informal communication methods along with the tone and format.

• Maintain professional etiquette in various communication channels.

• Assess the potential impacts on organizations using external public channels.

Page 3: Purpose of Communications in Organizations (1)

Organizational communications entail activities essential for achieving objectives, encompassing both internal and external purposes:

• Inform

• Instruct

• Educate

• Entertain

• Invite Action (e.g., meetings, purchasing) The purpose of communication is context-dependent, varying based on the audience and situation.

Page 4: Purpose of Communications in Organizations (2)

Information Purposes

Information is perpetually generated, transferred, stored, retrieved, and utilized internally and externally.

• The process ensures proper access and continuity of information flow, which plays a crucial role in organizational efficiency.

Page 5: Purpose of Communications in Organizations (3)

Instructional Purposes

Instructional communications provide clear step-by-step guidance:

• Change procedures

• Build or repair items

• Direct next steps These types of communication are prevalent in organizations with defined processes.

Page 6: Purpose of Communications in Organizations (4)

Educational Purposes

Educational communications facilitate learning and comprehension:

• Encouraging efforts

• Modifying attitudes

• Stimulating thinking This type of communication is vital for embedding and altering an organization's culture and values.

Page 7: Purpose of Communications in Organizations (5)

Entertainment Purposes

Communication can entertain, aiming to:

• Capture audience attention

• Amuse and convey messages

• Connect the brand to pleasurable experiences Engaging narratives and shared values often characterize entertaining communications.

Page 8: Purpose of Communications in Organizations (6)

Inviting Actions

Communications directed at inspiring actions are designed to:

• Mobilize individuals

• Provide clear calls to actions (CTA) This type is essential to spur direct engagement with audiences, enhancing sales or interactions.

Page 9: Internal and External Communications

Internal and external communications are interdependent, each requiring distinct strategies:

• Messages

• Audiences

• Channels

• Focus and Aims Despite their differences, alignment is needed to convey consistent core organizational messages.

Page 10: Internal and External Communications - Methods

Diverse methods are employed based on the content and formality level:

• Face to face/verbal

• Non-verbal

• Written There is often overlap in methods utilized across different communications channels.

Page 11: Internal Communications Strategies - Focus and Aims

Internal strategies should consider the business's size and structure:

• Micro Businesses: Direct communications with the single owner.

• Large Businesses: Hierarchical layers with complex information flows. Focus and Aims:

• Informing, motivating, guiding, and supporting employees are essential to align them with organizational goals.

Page 12: Internal Communications Strategies - Audiences

The internal audience comprises employees across various locations and organizational levels:

• Including remote workers and multi-sites.

• Ensuring effective communication that transcends hierarchy is necessary for organizational coherence.

Page 13: Internal Communications Strategies - Channels (1)

Internal communications employ formal and informal channels:

• Face to face/verbal: Meetings, presentations, webinars.

• Verbal: Telephone discussions. Such channels need personal engagement to foster connection and clarity.

Page 14: Internal Communications Strategies - Channels (2)

Non-verbal and written methods are critical:

• Non-verbal: Intranet updates, posters, newsletters.

• Written: Emails, social media posts, and mobile apps. Clarity and message consistency are key across these channels.

Page 15: Internal Communications Strategies - Tone

The tone should relate to employees, reflecting the organization’s culture:

• Use inclusive language (we/us) rather than formal business names.

• Foster direct interactions to build relationships and trust.

Page 16: Internal Communications Strategies - Types of Content

Internal content is designed to keep employees informed and engaged:

• Bulletins: Sharing progress and objectives.

• Newsletters: Celebrating achievements.

• Emails: Updates and information requests. Keeping employees informed builds trust and cohesion.

Page 17: External Communication Strategies - Focus and Aims

The primary focus of external communications is to engage customers while also considering other stakeholders:

• Presentation of a positive organizational image and demonstrating ethical standards is essential.

Page 18: External Communication Strategies - Audiences

External communications target various stakeholders beyond customers:

• This includes suppliers, investors, regulators, and the general public, addressing their specific needs and interests.

Page 19: External Communication Strategies - Channels (1)

External communications largely rely on formal methods:

• Face to face/verbal: In-store customer interactions and seminars.

• Verbal communications: Customer feedback mechanisms and advertisements enhance service delivery.

Page 20: External Communication Strategies - Channels (2)

Wider use of non-verbal and written channels enhances marketing outreach:

• Non-verbal: Print materials, social media posts.

• Written: Emails, reports that provide essential information to stakeholders.

Page 21: External Communication Strategies - Tone

The tone in external communications should align with the brand's identity:

• Authority, caring, or cheerful tones can shape customer perceptions appropriately, according to the market or context.

Page 22: External Communication Strategies - Types of Content (1)

Types of content for external communication are often promotional:

• Social Media Campaigns: Integrated marketing approaches include posts, images, and offers. These materials should resonate with target audiences effectively.

Page 23: External Communication Strategies - Types of Content (2)

Content aimed at other stakeholders may have a different focus:

• Investors and Suppliers: Administrative and compliance-related interactions ensure transparency and accountability. These communications represents crucial operational narratives.

Page 24: Communication - Business Etiquette

Etiquette in business aligns with accepted conduct and professionalism:

• It encompasses punctuality, attentiveness, and respectful communication.

Page 25: Types of Business Etiquette (1)

Etiquette rules govern professional interactions:

• Includes meeting punctuality, maintaining professionalism, and effectively managing phone communications.

Page 26: Types of Business Etiquette (2)

Essential rules for every business interaction:

• Emphasizing greetings, name recognition, adherence to dress codes, and appropriate body language. Cultivating respect and rapport is paramount.

Page 27: Business Etiquette

Proper etiquette enhances professional standing and communication effectiveness:

• It fosters a credible and capable reputation, impacting workplace interactions significantly.

Page 28: Summary - What We Did

Key aspects addressed included:

• Identifying organizational communication purposes.

• Discussing appropriate communication methods.

• Evaluating internal and external communication approaches and strategies.

• Emphasizing professional etiquette across various channels.

Page 29: Questions

Inquiries about 'T-LEVELS' can be directed towards further clarification of the Communication strategies and techniques discussed.